Mystery Shopper Pilot Reveals High Scores

by admin on December 19, 2013

Last week’s blog introduced our Mystery Shopper Program that was launched this year and how it has helped improve the overall quality and applicant’s experience. Since July, 111 assessments have been completed.

We are pleased with our results from this pilot, scoring 90% or above in the overall rating, the paramedical exam and examiner interaction. As we turn the corner into 2014, we look forward to working with our Branch Managers and Field Leaders to help ensure we are continuing our focus on the applicant, providing them with the best customer service in the industry, and increasing our scores in each of the below categories.

Summary of results

 Plan for 2014

Moving into 2014 we plan to complete 600 assessments at random for our Mystery Shop Program. Our questionnaire will be revised based off of the feedback we receive from the 2013 pilot. We are looking forward to expanding this program to better serve our clients and their applicants.


Mystery Shopper Program helps improve Quality

by admin on December 9, 2013

ExamOne places an immense emphasis on quality, and we’ll continue to do so in 2014. An inaccurate result can jeopardize the relationship between a producer and a client. A broker, who has a choice of which insurers to work with, may opt not to use insurers that have unreliable underwriting.

Our new Mystery Shopper Program acts as a quality measure for the paramedical exam process. This program measures and helps improve the applicant experience from scheduling through exam completion. It also measures each step of the exam process (blood, urine and physical measurements), to identify any areas of improvement.

The individuals who act as a life insurance applicant completing their paramedical exam are professional mystery shoppers who are employed by an outside vendor. They have been trained on our standard procedures and the expectations of our examiners. After they have gone through the exam process, they complete a questionnaire rating the process in five different areas:

  • Scheduling the appointment
  • Arrival/Greeting
  • The Paramedical Exam
  • Examiner Interaction
  • Overall Impression

The Branch and Regional Manager will receive this completed questionnaire within 24 hours of completion of the paramedical exam. They will immediately review the results with the examiner and provide coaching if needed.

The pilot was launched in July, completing 85 assessments year-to-date. An additional 35 assessments are expected to be completed by year’s end. Our next blog will highlight results from our Mystery Shopper program and the plan for 2014.


What’s new for ExamOne in 2014?

November 21, 2013 Producers

We continue to prepare for our pilot phase of the ExamOne Portal. This new web application will replace our existing ordering websites and create a unified, next-generation experience for our client users to view orders, statuses, and results. As we continue to enhance the ExamOne Portal, additional functionality will be incorporated to facilitate the management [...]

Read the full article →

Educating employees on their health

November 13, 2013 Carriers

Through Blueprint for Wellness, a program offered by Quest Diagnostics, employers can provide a way to keep their employees informed about their health. Employers can gain deeper insight into how employees can achieve better health outcomes, how to achieve greater linkage with health partners and more effective ways to engage employees with Blueprint for Wellness [...]

Read the full article →

Digital Technology Improves Efficiency for Fingerstick

November 4, 2013 Carriers

In a world where technology is ever changing, we must also adapt to and change our practices. We must find ways that allow us to be more efficient in our day-to-day operations. Through Blueprint for Wellness, Quest Diagnostics, the world’s leader in diagnostic testing, information and services, companies are offered a program that employees can [...]

Read the full article →

Microalbuminuria – So What’s a Little Urine Protein?

October 30, 2013 Carriers

In both the United States and Canada we are experiencing a diabetes epidemic which can result in vascular (both micro and macro) complications[i],[ii].  If not diagnosed early and treated, these complications can lead to renal failure, cardiovascular disease, amputations, blindness and even early death. One of the important biomarkers for kidney (nephropathy) as well as [...]

Read the full article →

Is Pre-Diabetes or Diabetes Increasing the Mortality Risk of your Population?

October 23, 2013 Carriers

Pre-diabetes, diabetes and insulin resistance are on the rise in the United States and in developed countries around the world. Seventy-nine million or 35% of the U.S. population have pre-diabetes and 26 million have diabetes. These are epidemic proportions with one third of our population at increased risk of future morbidity or mortality[i]. So what [...]

Read the full article →

NT-proBNP test growing in popularity as screening tool

October 14, 2013 Carriers

In a country where the older population (persons 65 years or older) is growing, we are seeing an increased number of cases of cardiac stress and various heart diseases. The Administration of Aging (AOA) has released data stating the elderly in the U.S. numbered 39.6 million in 2009. They represented 12.9% of the U.S. population, [...]

Read the full article →

Baby Boomers: Encouraged to be tested for Hepatitis C

October 7, 2013 Carriers

The Centers for Disease Control and Prevention (CDC) is now recommending  anyone born from 1946 through 1965, the generation known as the Baby Boomers, be tested for Hepatitis C.[1] The CDC is basing their recommendations on the following data: Baby Boomers are five times more likely to have Hepatitis C Greater than 75% of adults with [...]

Read the full article →

What is the ‘hidden healthy’ and how does it aid in underwriting?

September 30, 2013 Carriers

We’ve talked a lot this month about the declining rates of individually owned life insurance policies. Consumers tell us one of the reasons is the perception that it “costs too much.” One of our predictive modeling tools, Risk IQ, has shown promise in getting more individuals into preferred classes and has the potential to get [...]

Read the full article →